Adult social care satisfaction levels in Bexley are lagging behind national averages, according to a recent report presented to the Adult Social Care & Health Overview and Scrutiny Committee.

The committee heard that while progress has been made, overall satisfaction figures for Bexley clients are lower than the England national average. This finding emerged from a review of user feedback, complaints, compliments, and the carer's survey.

Key themes from the feedback highlighted issues such as carer burnout, the administrative burden on carers, and the importance of consistent care and building relationships with staff. Officers reported that this is not an unfamiliar story and that the service often hears of carers feeling overwhelmed.

In response to these concerns, several improvements have been implemented, particularly concerning direct payments. Following recommendations from an Overview and Scrutiny Committee subgroup in 2022-2023, the council has co-produced a list of acceptable expenditures for direct payments, launched the Your Life, Your Choice Care Finder website and Connected Bexley directory, and developed a Personal Assistant register. A Direct Payment Support Service (DPSS) has also been established, commissioned from Bexley Voluntary Service Council and its partners.

The impact of these changes has been positive, with direct payment uptake increasing from 18.1% in October 2022 to 23.3% in 2024/25, exceeding the peer group average and nearing the London average. The Cabinet Member's response indicated agreement with recommendations to develop a carer's guide, explore peer support, expand the quality checkers scheme, and report progress back to the committee.

Number of Service Users in Receipt of a Direct Payment
A line graph showing the number of service users in receipt of a direct payment and the corresponding percentage of uptake from October 2024 to March 2026.

Recommendations were made to develop a carer's welcome/information pack, scale up peer support systems for carers, establish a permanent feedback loop for lived experiences, and report progress on quality improvement plans. These are actions currently underway.

Read the full public reports pack for the Adult Social Care Health Overview and Scrutiny Committee meeting on 25th June 2026 here.